Routing Facebook Messages Based on Content

This example script illustrates how you might route an incoming Facebook message based on content. The script, action cell properties, and variable definitions are shown below.

The script searches the incoming message for a keyword ('FAULT or UNHAPPY'). By the time execution reaches the Route to Contact action cell, the variable szFBKeyboardFOUND contains either of these words or 'Normal message' and this variable is used as a dynamic treatment in the Route to Contact action cell. ACD treatments named 'FAULT, 'UNHAPPY', and 'Normal Message' would need to be configured in storm UC and CONTACT.

The script routes messages to the most appropriate queue and agent group depending on the message content.